Course details

The sessions are designed to prepare professional customer service staff. Regardless of the level of previous experience or scientific qualification. You are invited to join this comprehensive course that will help you succeed and excel in customer service functions. You will practice the skills that should be found in the customer service employee through an interesting simple training techniques.

Customer service:

An introduction to customer service and it's concepts

The competitive environment in the customer service

The importance of customer service in achieving corporate objectives

Customers tactics used in fruitful communication with customers.

Internal and external customer service:

The importance of internal and external service

The establishment of fruitful relations

Service profit chain

Managing customer expectations according to personal expectations.

Understanding your character and other personal styles patterns.

Dealing with customer requests objectively

Develop your communication skills to deal with a larger number of customers

The service levels provided to customers

Strategies and actions to satisfy customers

Dealing with different personalities patterns

Effective communication skills to deal with customers:

Finding a method of communication between you and your customer

Developing a relationship with customers

Find rapprochement with customers easily to increase the influence

Effective telephone and mail communication terminology and skills

Inappropriate behavior with customers:

Understanding human emotions

Develop mental strategies to maintain the optimism and serenity

Use body language to control the psychological situation

Change your mental to avoid negative emotional reactions

Dealing with foul clients:

Discriminatory behavior of customers and deal with them effectively

Understanding Anger Management

Converting the customer's anger into satisfaction to keep him using the system

Positive interaction with customers anger.

Course Location

About Diplomatic Training & Consulting

The center was established recently to include a group of experts in the field or training, and we aim to provide the best learning experience. Our values were set to according to the intellectual needs of the business market. We also break the barriers to give you the ability the gain the necessary knowledge you need for you field and to manage your resources effectively.